FAQ

How do I buy Products on the Proud Hands website?

Proud Hands only sells products from South African manufacturers online.  Proud Hands is the advertising and marketing agent for these products on the website, but every product is produced and shipped directly from the Manufacturer unless otherwise indicated.  Please read the Seller terms and conditions including warranties carefully.

How do I become a Seller on Proud Hands?

To register as a Seller, click on Join Us as a Seller at the top of the Proud Hands website and complete the form with your Name & Surname, contact number, e-mail address and a short message about your products. We will then contact you to discuss the way forward.

How do I buy something from Proud Hands?

  1. Find the product you wish to buy

Keyword search boxes are located on nearly every page of the website. You will also find links to browse lists and more detailed product-specific searches in the top and left navigation bar of each department. When you find a product that interests you, click the title or name of the product to see its details and price. 

  1. Add to cart

Found the products you want to buy? Click on Add to cart. Your shopping cart contains all the products that you have selected to buy. Once you have added a product to your shopping cart, you can go back and keep searching and adding to your cart. You can access the contents of your shopping cart at any time by clicking on the green cart button at the top right of any page on the Proud Hands website.

You can also add products to your Wish List, which is a handy list of all the products that you do not want to check out with immediately, or which are out of stock but that you want to remember for later. You can move products between your shopping cart and your Wish List. Products must be in your shopping cart for you to check out.

  1. Checkout

3.1. Click Proceed to Checkout after you have reviewed the items in your Shopping Cart.

3.2. If prompted, sign into your account or create a new account if this is your first order.

3.4. Choose your payment method. Be sure you have applied any Gift Vouchers or coupon codes you want to use on your order.

3.5. Review your order details and complete payment.

PayFast

PayFast is an Instant EFT payment option available to all customers who bank with Capitec, ABSA, First National Bank, Investec, Nedbank or Standard Bank.

Is it safe?

PayFast guarantees the highest levels of security when paying online.

PayFast has a Thawte EV SSL encryption certificate which gives our payment processing service an extremely high level of security.

PayFast acts as a proxy between the buyer and the bank to facilitate a faster, safer, and easier payment process for both the buyer and the seller.

Your online banking login details are NOT stored by PayFast.

Exchanges & Returns

You have a three-day window to ensure that the product is what you have ordered before payment will be affected to the Seller by Proud Hands.  Should an item be faulty submit your concern to admin@proudhands.co.za.

All items returned after the 3 day window should be negotiated with the seller directly.

Courier collection

The seller’s couriers will contact you within 1 to 2 business days after you have logged your return, to arrange the collection.

Refunds

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT  will be refunded to your nominated bank account, and payment by Discovery Miles or eBucks will be refunded to your Discovery Miles or eBucks account.

If you are returning a sale product, the reduced price paid at the time of the transaction will be refunded back to you.

How long does it take for me to receive a refund?

If you request a refund after your account has been credited for a return, we will process your request within 3 working days.

What if I change my mind about my purchase?

If you have changed your mind about a product you bought from us, you can return it to us at no charge, provided that: 

  • You request a return within 3 days of receiving your order
  • It is undamaged and unused, with the original labels and stickers still attached;
  • t is in the original packaging, which must be undamaged and in its original condition with all seals still intact (except if it is an Unboxed Deal);
  • It is not missing any accessories or parts;

If your return request falls within this policy and is deemed eligible for a return, once the seller inspected the product and validated your return, we will at your choice either:

  • Deliver the correct product to you (if the correct product is available) or;
  • Credit your account with the purchase price of the product or;
  • Refund you with the purchase price of the product.

What if my product stops working (within 6 months of delivery)

Proud Hands is only the agent for the marketing and collection of the payments for all items sold.  All warranty issues must be taken up with the seller directly.

Can I cancel my order?

You are entitled to cancel your order prior to the point at which you receive a notification that it is being shipped for delivery. Should you wish to return the product thereafter, you can do so in accordance with our Returns Policy.

Courier and Delivery

Can I change my delivery address?

We unfortunately cannot make changes to your delivery address once payment has been received and you have received your Payment Confirmation email.

What happens if a product is missing from my shipment?

If you received an incomplete delivery you can notify us at admin@proudhands.coza, then our friendly customer service team will be in touch with you to assist.

How do I track my order online?

You will receive your tracking details from the seller once your item order has been shipped.

General

Is it safe to shop with you?

It is 100% safe.  The Seller will not be paid before we have received confirmation of delivery to you the Buyer, and that you do not have any concerns.  Only then will the Seller be paid.

What do I do if I forgot my password?

On the Login page click on the link next to ‘Forgot your password?’ and enter the email address that your account was registered with and click ‘Submit‘. We will email you a link to this email address which you can click on to reset your password.

My email address has changed. How do I update this on my current account?

Login with your email address, that your account was registered with, and your password,

go to Your Account > Personal Details, change your old email address to your new one and save your changes.

Your new email address will be your user Login from now on.